Manager Customer Experience

Napier City Council is seeking a Manager Customer Experience Water Services on a 12 month fixed-term basis to lead the delivery of high-quality, customer-focused water service experiences across our community. This is a hands-on leadership role where you’ll shape how customers interact with Water Services, ensuring every engagement is clear, responsive, and well supported. This role sits at the heart of Water Services, bringing together customer service, technical support, communications, and administrative coordination. You’ll work closely with residents, developers, contractors, and internal teams to ensure water service processes are easy to navigate and consistently delivered to a high standard. With a strong focus on continuous improvement, you’ll also help strengthen systems, uplift capability, and ensure service delivery aligns with regulatory and organisational requirements. Reporting to the Head of Water Operations, this is a great opportunity for an experienced leader who enjoys working across both customer-facing and technical environments, and who can bring structure, clarity, and energy to a busy and important service area.